System for determining whether connection or connectionless modes of communication should be used to transmit information between devices in accordance with priorities of events

ABSTRACT

A method and system for monitoring, controlling and diagnosing operation of a machine such as a business office machine including a facsimile machine, a copier, and a printer. When the speed of communication between the remote device and machine is not urgent, a connectionless mode of communication may be used. The form of connectionless communication is an electronic mail message transmitted over the Internet. However, when a condition needs urgent action, a direct connection is used for communication such as communication via a telephone or ISDN line. The information obtained from the machine is stored in one or more data bases within a company and information of the machine is shared between a service department, engineering and design department, manufacturing department, and marketing department. As communication over the Internet via electronic mail is not secure, the connectionless-mode messages transmitted using Internet electronic mail are encrypted.

CROSS-REFERENCES TO RELATED APPLICATIONS

The present application is related to U.S. patent application Ser. No.08/426,679 filed Apr. 24, 1995 and entitled "Method and Apparatus forControlling and Communicating With Business Office Devices" which is acontinuation of U.S. patent application Ser. No. 08/282,168 filed Jul.28, 1994 and entitled "Method and Apparatus for Controlling andCommunicating With Business Office Devices", now U.S. Pat. No.5,412,779, which is a continuation of U.S. patent application Ser. No.07/902,462 filed Jun. 19, 1992, now abandoned, which is a continuationof U.S. patent application Ser. No. 07/549,278, filed Jul. 6, 1990, nowabandoned, the disclosure of each is incorporated herein by reference.

CROSS-REFERENCES TO RELATED APPLICATIONS

The present application is related to U.S. patent application Ser. No.08/426,679 filed Apr. 24, 1995 and entitled "Method and Apparatus forControlling and Communicating With Business Office Devices" which is acontinuation of U.S. patent application Ser. No. 08/282,168 filed Jul.28, 1994 and entitled "Method and Apparatus for Controlling andCommunicating With Business Office Devices", now U.S. Pat. No.5,412,779, which is a continuation of U.S. patent application Ser. No.07/902,462 filed Jun. 19, 1992, now abandoned, which is a continuationof U.S. patent application Ser. No. 07/549,278, filed Jul. 6, 1990, nowabandoned, the disclosure of each is incorporated herein by reference.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention is related to the remote monitoring, diagnosis andcontrol of machines using connection- and connectionless-modes ofcommunication and is more particularly related to monitoring, thecontrol and diagnosis of business office machines such as copiers,printers, and facsimile machines. The invention is also related to theuse and sharing of data bases containing information about the machinesbeing monitored.

2. Discussion of the Background

U.S. Pat. No. 5,412,779 discloses the controlling of business officedevices by a remote diagnostic station. However, the method ofcommunication in this system and other known systems for controllingmachines such as business office machines is to establish a connectionbetween the machine and the diagnostic station and to use aconnection-mode of communication.

The use of a dedicated communication connection between the machine anddiagnostic station is more expensive as compared to the use of theInternet. On the other hand, the Internet has disadvantages in that someforms of communication over the Internet are slow and may be delayed,and have a problem in that the Internet is not a secure mode oftransmission (i.e., communications may be monitored by others). Inaddition, the connection-mode access to an installed machine from theInternet may not be possible because of a security block by thefirewall. However, even with the delays of a connectionless-mode ofcommunication over the Internet, the inventor has found that theInternet can still provide a suitable medium for communication for someapplications.

SUMMARY OF THE INVENTION

Accordingly, it is one object of the invention to provide aconnectionless-mode of transmission between a machine and a remotediagnostic station. It is a further object of the invention to providean alternative manner of communication such as a connection-mode oftransmission in the event that the connectionless-mode of transmissionis unavailable or not suitable.

It is a further object of the invention to provide a data base whichstores diagnostic and operation information of the machine. It is yet afurther object of the invention to share the data base information ofthe machines between various departments such as the service department,a marketing department, a manufacturing department, and an engineeringdepartment within a company.

These and other objects are accomplished by a system and method ofdiagnosing and controlling a machine using a connectionless-mode ofcommunication. An inexpensive connectionless-mode of communication whichmay be employed by the present invention is the Internet. When acondition exists within the machine which needs urgent attention, aconnectionless-mode of communication may be inappropriate. In this case,the mode of communication will be a connection-mode using a conventionaltelephone or ISDN line.

The machine being diagnosed and controlled may be connected to aconventional local area network (LAN). The local area network has aconnection to the Internet through a firewall for security purposes.

When the machine is first connected to the network, the name and addressof the machine are registered at the mail server and at the machine bythe system administrator as part of installation. This allows incomingInternet e-mail to be routed to the machine by the mail server.Additionally, a connectionless message is transmitted to a remotestation, for example, via Internet e-mail, in order to register theexistence of the machine.

The invention additionally includes a data base having information ofthe machine(s) including information of the model, configuration, andcapability of the machine(s) so that the remote station will know themachine's capabilities. The data base is shared among different groupssuch as between a service group, a marketing group, a manufacturinggroup and an engineering group in order to have quick and efficientaccess to information regarding the operating characteristics andreliability of the machines.

BRIEF DESCRIPTION OF THE DRAWINGS

A more complete appreciation of the invention and many of the attendantadvantages thereof will be readily obtained as the same becomes betterunderstood by reference to the following detailed description whenconsidered in connection with the accompanying drawings, wherein:

FIG. 1 illustrates three networked business office machines connected toa network of computers and data bases through the Internet;

FIG. 2 illustrates the components of a digital copier/printer;

FIG. 3 illustrates electronic components of the digital copier/printerillustrated in FIG. 2;

FIG. 4 illustrates details of the multi-port communication interfaceillustrated in FIG. 3;

FIG. 5 illustrates a process performed when a machine is initiallyinstalled;

FIG. 6 illustrates a process for determining whether an incomingcommunication to the machine requires ordinary action or is for remotemonitoring, diagnosis and control;

FIG. 7 is a data flow diagram of communications to and from the machine;

FIG. 8 is a flowchart illustrating the process of the data flow diagramof FIG. 7;

FIG. 9 is a flowchart illustrating the processing performed whencommunication is initiated by the machine;

FIG. 10 illustrates connectionless communication from the machine to theremote monitoring device;

FIG. 11 illustrates a connection-mode of transmission between themonitoring device and the machine being monitored;

FIG. 12A illustrates the main components of the service data base;

FIG. 12B illustrates information of an attachment and options data base;and

FIG. 12C illustrates a data base used for keeping track of the historyof various machines.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

Referring now to the drawings, wherein like numerals designate identicalor corresponding parts throughout the several views, and moreparticularly to FIG. 1 thereof, there is illustrated a figure showingvarious machines and computers for monitoring, diagnosing andcontrolling the operation of the machines. In FIG. 1, there is a firstnetwork 16, such as a Local Area Network (LAN) connected to computerworkstations 17, 18, 20 and 22. The workstations can be any type ofcomputers including IBM Personal Computer compatible devices, Unix BasedComputers, or Apple Macintoshes. Also connected to the network 16 are adigital copier/printer 24, a facsimile machine 28, and a printer 32. Thedevices 24, 28 and 32 are referred to as machines or monitored devicesalthough other types of devices may be used as the machines or monitoreddevices. Also, a facsimile server (not illustrated) may be connected tothe network 16 and have a telephone or ISDN connection. In addition tothe digital copier/printer 24, facsimile machine 28, and printer 32being connected to the network 16, these devices may also includeconventional telephone and/or ISDN connections 26, 30 and 34,respectively. As is explained below, the business office machines orbusiness devices 24, 28 and 32 communicate with a remote monitoring,diagnosis and control station, also referred to as a monitoring device,through the Internet via the network 16 or by a direct telephone or ISDNconnection.

In FIG. 1, the Internet is generally designated by 10. The Internet 10includes a plurality of interconnect computers designated by 12A-12I.The manner of communicating over the Internet is known through RFCdocuments obtained by FTP at NIC.DDN.MIL or at FTP NISC.SRI.COM. TCP/IPrelated communication is described for example in the book "TCP/IPIllustrated," Vol. 1, The Protocols, by Stevens, from Addison-WesleyPublishing Company, 1994. As the Internet is a network accessible bymany people and organizations, it is not considered to be secure.Therefore, messages transmitted over the Internet should be encrypted tokeep the messages confidential. Encryption mechanisms are known andcommercially available which may be used with the present invention. Forexample, a c library function, crypt(), is available from SunMicrocomputers for use with the Unix operating system, and otherencryption and decryption routines are known and commercially available.

An additional security measure used in connecting a computer network tothe Internet is a protective device known as a firewall. This deviceallows only authorized computers to access a network or other computervia the Internet. Firewalls are known and commercially available devicesand, for example, include SunScreen from Sun Microsystems Inc.

In FIG. 1, a firewall 14 is connected between the Internet 10 and thenetwork 16. Similarly, a firewall 50 is connected between the Internet10 and a network 52. Also, a firewall 40 is connected between theInternet 10 and a workstation 42.

The network 52 is a conventional network and includes a plurality ofworkstations 56, 62, 68 and 74. These workstations may be differentdepartments within a company such as a marketing, manufacturing, designengineering and customer service departments. In addition to theworkstations connected via the network 52, there is a workstation 42which is not directly connected to the network 52. Information in a database stored in a disk 46 may be shared using proper encryption andprotocols over the Internet to the workstations connected directly tothe network 52. Also, the workstation 42 includes a direct connection toa telephone line and/or ISDN 44 and the data base in disk 46 may beaccessed through the telephone line or ISDN.

Information of the business office machines 24, 28 and 32 may be storedin one or more of the data bases stored in the disks 46, 54, 58, 64, 70and 76. Each of the customer service, marketing, manufacturing, andengineering departments may have their own data base or may share fromone or more data bases. Each of the disks used to store data bases is anon-volatile memory such as a hard disk or optical disk. As an example,disk 64 contains the marketing data base, disk 58 contains themanufacturing data base, disk 70 contains the engineering data base anddisk 76 contains the customer service data base. Alternatively, thedisks 54 and 46 store one or more of the data bases.

In addition to the workstations 56, 62, 68, 74 and 42 being connected tothe Internet, these workstations may also include a connection to atelephone line or ISDN which provides a secure connection to the machinebeing monitored diagnosed and/or controlled and is used during aconnection-mode of communication. Additionally, if one of the Internet,and telephone or ISDN is not operating properly, the other can beautomatically used for communication.

An important feature of the present invention is the use of aconnectionless-mode of communication or transmission between a machineand a computer for diagnosing and controlling the machine. The IBMDictionary of Computing by George McDaniel, 1994, defines aconnectionless-mode transmission to be the transmission of a single unitof data from a source service access point to one or more destinationservice access points without establishing a connection. The IBMDictionary also defines a connection-mode transmission to be thetransmission of units of data from a source service access point to oneor more destination service access points via a connection. Theconnection is established prior to data transfer and released followingdata transfer. Additional information about the connection-mode and theconnectionless-mode of operation is described in the Handbook ofComputer-Communications Standards, Vol. 1, 2nd Edition, by WilliamStallings, 1990, which is incorporated herein by reference. Stallingsindicates that in order to transfer data from one DTE (Data TerminalEquipment) to another DTE, there is a unique identifier or address foreach DTE. The unique identifier or address is usable in both connectionand connectionless-modes of communication.

FIG. 2 illustrates the mechanical layout of the digital copier/printer24 illustrated in FIG. 1. In FIG. 2, 101 is a fan for the scanner, 102is a polygonal mirror used with a laser printer, and 103 designates anFθ lens used to collimate light from a laser (not illustrated).Reference numeral 104 designates a sensor for detecting light from thescanner, 105 is a lens for focussing light from the scanner onto thesensor 104, and 106 is a quenching lamp used to erase images on thephotoconductive drum 132. There is a charging corona unit 107 and adeveloping roller 108. Reference numeral 109 designates a lamp used toillustrate a document to be scanned and 110, 111 and 112 designatemirrors used to reflect light onto the sensor 104. There is a drummirror 113 used to reflect light to the photoconductive drum 132originating from the polygon mirror 102. Reference numeral 114designates a fan used to cool the charging area of the digitalcopier/printer, and 115 is a first paper feed roller used for feedingpaper from the first paper cassette 117, and 116 is a manual feed table.Similarly, 118 is a second paper feed roller for the second cassette119. Reference numeral 120 designates a relay roller, 121 is aregistration roller, 122 is an image density sensor and 123 is atransfer/separation corona unit. Reference numeral 124 is a cleaningunit, 125 is a vacuum fan, 126 illustrates a transport belt, 127 is apressure roller, and 128 is an exit roller. Reference numeral 129 is ahot roller used to fix toner onto the paper, 130 is an exhaust fan and131 is the main motor used to drive the digital copier.

FIG. 3 illustrates a block diagram of the electronic componentsillustrated in FIG. 2. The CPU 160 is a microprocessor and acts as thesystem controller. There is a random access memory 162 to storedynamically changing information including operating parameters of thedigital copier. A read only memory 164 stores the program code used torun the digital copier and also information describing the copier(static-state data) such as the model number and serial number of thecopier.

There is a multi-port communication interface 166 which allows thedigital copier to communicate with external devices. Reference numeral168 represents a telephone or ISDN line and 170 represents a network.Further information of the multi-port communication interface isdescribed with respect to FIG. 4. An interface controller 172 is used toconnect an operation panel 174 to a system bus 186. The operation panel174 includes standard input and output devices found on a digital copierincluding a copy button, keys to control the operation of the copiersuch as number of copies, reducement/enlargement, darkness/lightness,etc. Additionally, a liquid crystal display is included within theoperation panel 174 to display parameters and messages of the digitalcopier to a user.

A storage interface 176 connects storage devices to the system bus 186.The storage devices include a flash memory 178 which is a conventionalEEPROM and a disk 182. The disk 182 includes a hard disk, optical disk,and/or a floppy disk drive. There is a connection 180 connected to thestorage interface 176 which allows for additional memory devices to beconnected to the digital copier. The flash memory 178 is used to storesemi-static state data which describes parameters of the digital copierwhich infrequently change over the life of the copier. Such parametersinclude the options and configuration of the digital copier. An optioninterface 184 allows additional hardware such as an external interfaceto be connected to the digital copier.

On the left side of FIG. 3, the various sections making up the digitalcopier are illustrated. Reference numeral 202 designates a sorter andcontains sensors and actuators used to sort the output of the digitalcopier. There is a duplexer 200 which allows a duplex operation to beperformed by the digital copier and includes conventional sensors andactuators. The digital copier includes a large capacity tray unit 198which allows paper trays holding a large number of sheets to be usedwith the digital copier. The large capacity tray unit 198 includesconventional sensors and actuators.

A paper feed controller 196 is used to control the operation of feedingpaper into and through the digital copier. A scanner 191 is used to scanimages into the digital copier and includes conventional scanningelements such as a light, mirror, etc. Additionally, scanner sensors areused such as a home position sensor to determine that the scanner is inthe home position and a lamp thermistor to ensure proper operation ofthe scanning lamp. There is a printer/imager 192 which prints the outputof the digital copier and includes a conventional laser printingmechanism, a toner sensor, and an image density sensor. The fuser isused to fuse the toner onto the page using a high temperature roller andincludes an exit sensor, a thermistor to assure that the fuser is notoverheating, and an oil sensor. Additionally, there is an optional unitinterface 188 used to connect to optional elements of the digital copiersuch as an automatic document feeder, a different type ofsorter/collator, or other elements which can be added to the digitalcopier.

FIG. 4 illustrates details of the multi-port communication interface166. The digital copier may communicate to external devices through aCentronics interface 220 which receives or transmits information to beprinted, a SCSI interface 222, a conventional telephone interface 224which connects to a telephone line 168A, an ISDN interface 226 whichconnects to an ISDN line 168B, an RS-232 interface 228, and a LANinterface 230 which connects to a LAN 170. A single device whichconnects to both a Local Area Network and a telephone line iscommercially available from Megahertz and is known as theEthernet-Modem.

The CPU or other microprocessor or circuitry executes a monitoringprocess to monitor the state of each of the sensors of the digitalcopier, and a sequencing process is used to execute the instructions ofthe code used to control and operate the digital copier. Additionally,there is a central system control process executed to control theoverall operation of the digital copier and a communication process usedto assure reliable communication to external devices connected to thedigital copier. The system control process monitors and controls datastorage in a static state memory such as the ROM 164 of FIG. 3, asemi-static memory such as the flash memory 178 or disk 182, or thedynamic state data which is stored in a volatile or non-volatile memorysuch as the RAM 162 or the flash memory or disk 182. Additionally, thestatic state data may be stored in a device other than the ROM 164 suchas a non-volatile memory including either of the flash memory 178 ordisk 182.

The above details have been described with respect to a digital copierbut the present invention is equally applicable to other business officemachines such as a facsimile machine, a scanner, a printer, a facsimileserver, or other business office machines. Additionally, the presentinvention includes other types of machines which operate using aconnection-mode or connectionless-mode of communication such as ametering system including a gas, water, or electricity metering system,vending machines, or any other device which performs mechanicaloperations, has a need to be monitored, and performs a function. Inaddition to monitoring special purpose machines, and computers, theinvention can be used to monitor, control, and diagnose a generalpurpose computer.

FIG. 5 illustrates a flowchart containing a process which is performedfor a new machine such as a business office device in order to have itproperly recognized by diagnostic, monitoring, and control equipment.After starting, step 250 has a user or device assign a name and addressto the machine. In order for the device to transmit or receivecommunications, it is necessary to know where to send the communicationand from where the communication originates. Step 252 stores the nameand address in the semi-static state memory such as the flash memory 178or the disk 182 illustrated in FIG. 3. This information is used both fora connection-mode of communication via a telephone or ISDN line, aconnectionless-mode of communication such as using a conventionalInternet electronic mail protocol, and also to have communication to themachine for ordinary purposes such as using the digital copier/printerfor printing jobs via the local area network.

Once the information for the machine has been determined and then storedin step 252, it is necessary to register this information so that otherdevices will be able to access the machine. Therefore, the name andaddress of this device are registered in a mail server, for example,which will send and receive electronic mail for the network to which themail server is connected. It is also desirable to register the machineas part of the local area network. Further, the monitoring devices towhich the machine transmits messages are registered with the machine.Last, the machine is registered with a computer of a customer servicedepartment or other remote monitoring, controlling and/or diagnosingcomputer in order for the remote device to properly monitor and be awareof the existence of the machine. Step 256 sends a message to a servicedepartment or one of the other divisions illustrated in FIG. 1 in orderto register the name, address, model number, serial number, or otherinformation and capabilities of the machine in the customer service oranother type of data base.

FIG. 6 illustrates a flowchart for determining the source ofcommunication to the machine such as a business office device. Afterstarting, step 260 determines if the input is for a system operation, oralternatively for a diagnosis, monitoring, or remote control operation.If the input is determined to be for the system in step 260, step 262sets the input channel for ordinary system input processing. Forexample, if the machine were a printer, the received information wouldbe used to produce a print job. If step 260 determines that the input isnot for the system but for control, monitoring, or diagnosis of themachine, step 264 searches for an appropriate application for the input.A typical application would be a process for monitoring or testing ofthe machine. Step 266 examines if the application which was searched foris found and if it was not, an error is indicated. Otherwise, step 268sets the input channel for the application input processing and thesystem is ready to process the incoming information.

FIG. 7 illustrates a data flow diagram which processes incoming messagesto and outgoing messages from a machine such as the digitalcopier/printer. A direct connection process 270 is used to processincoming and outgoing communications in a connection-mode ofcommunication such as through a local area network, telephone line, orISDN line. Incoming messages pass through buffer 274 to a parsingprocess 292 which performs parsing of incoming information in a knownand conventional manner. The incoming information causes various actionssuch as the actions illustrated in 294, 296 and 298 to occur. Someactions require that a message be returned and the returned message isillustrated by the arrows leading to buffer 300. An output messageprocess is performed which prepares an outgoing message to either thedirect connection or connectionless process. The direct connectionprocess passes through buffer 272 before passing through the directconnection process 270.

For a connectionless-mode of communication, there is a connectionlessinput processor 276 and a connectionless output processor 278. Incomingconnectionless-mode communications pass through buffer 280 and adecryption process is performed in step 284. The decrypted informationis stored in buffer 286 and passed to a conventional parsing process292. As explained above, one or more of the actions 294, 296 and 298 areperformed and outgoing messages pass through the buffer 300 to theoutput message process 302. Then, the connectionless-mode outgoingmessages pass through a buffer 290, after which they are encrypted bythe encryption process 288. The encrypted messages then pass throughbuffer 282 and are transmitted via the connectionless output process 278over a connectionless network such as the Internet to their finaldestination.

Any type of a connectionless-mode of communication may be used by thepresent invention. An inexpensive and readily available medium throughwhich connectionless messages may pass is the Internet processingelectronic mail messages. The connectionless input and output processesmay be according to any known Internet e-mail protocol such as used bythe BSD Unix mail system which is incorporated into the SunOS 4.1.X.Also, other information describing Internet e-mail operations arereadily available through various sources on the Internet itself. It iswell known that Internet e-mail requires an identifier or address of themachine which is to receive the e-mail. While the Internet provides aninexpensive manner of a connectionless-mode of communication, theInternet electronic mail system may be slow or unreliable and therefore,in certain circumstances, instead of using a connectionless process, adirect connection process as described below, is performed.

FIG. 8 illustrates a flowchart which may be used to implement the dataflow diagram illustrated in FIG. 7. After starting, step 340 determinesif decryption is needed and if it is, a decryption routine is performedin step 342. Step 344 then calls a parser which parses in a conventionalmanner and step 346 determines if any action needs to be taken. If itdoes, for example when information is to be transmitted back to theremote monitoring, diagnosis, or control device, step 348 calls therequired routine. Step 350 determines if more processing is needed andflow returns back to step 340 for further processing. Otherwise, flowreturns to the calling process.

FIG. 9 illustrates a process performed within the machine whichdetermines whether a connection-mode or a connectionless-mode ofcommunication is needed. After starting, step 370 determines if an eventrequires communication and if it does not, flow returns to the callingprocess. If communication is needed, step 372 determines whether theevent requires a connectionless-mode or a connection-mode oftransmission. Any type of high priority event for which immediateattention is needed or which the remote monitoring device would beinterested in on an expedited basis is sent in a connection-mode ofcommunication. This may be used when a hazardous condition exists withinthe machine or when something in the machine needs immediate attention.For example, if a thermistor in the fuser unit senses a high and unsafetemperature, a direct connection mode may be used. However, thetransmission of a weekly or monthly report indicating the usage and anormal condition state in the machine can use the slowerconnectionless-mode of communication. Additionally, when theconnectionless mode of communication is not properly functioning, theconnection-mode of communication is used. For example, if an Internete-mail message is not properly received by the monitoring device, adirect connection-mode of communication is used. The e-mail message maycontain a request for acknowledgement of receipt and if anacknowledgement is not received within a predetermined time (e.g. 3-24hours) then a connection-mode communication is used to re-transmit themessage. Also, if a connection-mode of communication is not properlyfunctioning, then the connectionless-mode of communication may be used.

If step 372 determines that an event does not require aconnectionless-mode of communication, step 376 determines if the directcommunication channel is ready. For example, it determines if thetelephone or ISDN line is available. If it is, a direct communicationprocess is performed in step 378 to transmit the appropriateinformation. If the direct channel is not ready, step 380 notifies theuser through the operation panel that there is a problem with thetelephone, ISDN, or other direct connection device or communicationmedium. If step 372 determines that the event requires aconnectionless-mode of transmission, step 374 calls a connectionlesscommunication process. The process of FIG. 9 then returns to the callingprocess.

FIG. 10 illustrates a connectionless-mode of communication initiated bythe machine which is being remotely diagnosed, controlled, andmonitored. Initially, the monitored device transmits its identity instep 390. The monitored device then requests an analysis of the densityinformation of the digital copier in step 394. The monitoring deviceanalyzes the density information for the specific digital copiercorresponding to the transmitted identity in order to determine if theprint density of the digital copier is too dark or too light. Step 396then transmits the results of the density analysis back to the monitoreddevice. If the process of FIG. 10 used a connection-mode ofcommunication, the monitoring device would execute step 392 whichacknowledged receipt of the identity information and step 394 would notbe performed until the acknowledgement was received. However, in aconnectionless-mode of communication, step 392 is not performed and thetransmission of the identity would be immediately followed by therequest for analysis.

As with the business office machine, the remote device for controlling,diagnosing, and monitoring the machine may initiate either aconnection-mode or connectionless-mode of communication. As with themachine, when the remote monitoring device needs to send urgentinformation or needs an urgent response from the machine, aconnection-mode of communication is used. When time is not critical, theremote device may use a connectionless-mode of communication. Forexample, if new control software needs to be downloaded to the businessoffice machine due to a bug in the program in the business officemachine which causes a dangerous condition, a direct connection-mode ofcommunication will be used. Also, as described with respect to themonitored device, if the monitoring device experiences a problem withone of the modes of communication, one of the other modes may be used.

FIG. 11 illustrates a connection-mode of communication initiated by themonitoring device. Initially, step 400 requests the identity of themonitored device and the monitored device transmits its identity in step402. In step 404, the monitoring device verifies the identity and looksup the capabilities of the identified device in a data base. The database describes various information of the monitored device or machinesuch as service history, optional equipment, usage information, or otherinformation. In step 406, the monitoring device requests image densityinformation from the monitored device. In step 408, the monitored devicereceives the request for image density information, determines the imagedensity information (or looks up previously stored image densityinformation) and transmits the image density information back to themonitoring device in step 408. In step 410, the monitoring deviceanalyzes the received information (i.e., compares the receivedinformation with information looked up in the data base) and determinesthat it is appropriate to change parameters of the monitored device.Step 412 requests parameters of the device to be changed and transmitsan appropriate command. In step 414, the monitored device changes itsoperating parameters in accordance with the received command.

FIGS. 12A through 12C illustrate various data base structures which maybe used by the invention. FIG. 12A illustrates a simple data base 440containing the machine ID 442, the model number 444, the serial number446, a command level 448, and an address 450. The ID 442 is a uniquedescriber of the device and used to link various data bases describingthe device such as the data bases illustrated in FIGS. 12B and 12C. Thecommand level 448 indicates whether the machine can process simple orcomplex instruction sets. The address 450 contains the connection andconnectionless address information including the network address, phonenumber, name, and any other information necessary to identify themachine.

Linked to the data base in FIG. 12A are the data bases in FIGS. 12B and12C which respectively describe attachment information and the historyof the machine. The data base structure 460 illustrated in FIG. 12B isfor attachments and options for machines contained in the data base ofFIG. 12A and contains an ID field 462 which corresponds to the ID field442 of FIG. 12A. The attachment ID field 464 indicates the type ofoptional attachments connected to the machine such as a sorter,automatic document feeder, or other attachment. The attachment serialnumber 446 is the serial number of the attachment connected to themachine. The attachment ID field may be linked to a data base describingvarious features of the attachment data base. Other fields may becontained in the attachment and option data base 460.

The history of the machine is stored in a separate data base illustratedin FIG. 12C. The data base structure 470 again contains an ID field 472which is used to link the various data bases. A date and time field 474and an information field 476 is used to describe malfunctions or otherspecial conditions and events within the machine including the date andtime at which an event occurred.

The data bases as illustrated in FIGS. 12A-12C are illustrative of thetype of information which is stored regarding the machine. Even thoughillustrated as separated data bases, the implementation of the databases may include more or less data bases. Different departments withina company may maintain different data bases describing information aboutthe various machines. The service data base will be most complete aboutindividual machines, contain a complete service history of each machine,and may be stored at a customer service division. Separatemanufacturing, engineering and marketing department data bases may bemaintained and use the information generated from the machine. Thedifferent data bases may be linked through different fields. Forexample, the service data base may be linked to the manufacturing database through the serial and model numbers. The manufacturing data baseand engineering data base may be linked through a version and modelnumber, and the service data base and engineering data base may belinked through model numbers. Any type of known data base scheme may beused to maintain and share information, as needed.

Separate analysis and decision software may be created which allows auser to make a specific inquiry into any one or more of the data bases.The user may formulate any type of query and the data bases searched toproduce the requested information. The analysis and decision software isalso used to generate monthly or other regular reports describinginformation of the machines and may generate an alert or other type ofwarning when a malfunction occurs.

                  TABLE 1A                                                        ______________________________________                                        Monthly Report Message From Copiers                                           ______________________________________                                               Copy count and job count                                                      List of changed parts detected                                                List of parameters changed                                                    Use of duplexing                                                              Use of reduction                                                              Use of enlargement                                                            Copy counts for various paper sizes                                           Use of manual feed                                                     ______________________________________                                    

                  TABLE 1B                                                        ______________________________________                                        Monthly Report Message From Printers                                          ______________________________________                                               Copy count and job count                                                      List of changed parts/supplies                                                List of set up changes                                                        Use of duplexing if available                                                 Copy counts for various paper sizes                                           Numbers of jobs for various printer                                           languages such as PCL5 and PostScript                                         Use of manual feed                                                     ______________________________________                                    

                  TABLE 1C                                                        ______________________________________                                        Monthly Report Message From Facsimile Machines                                ______________________________________                                               Number of transmissions and receptions                                        Number of pages sent                                                          Nuuiber of pages received                                                     Counts for special features such as speed                                     dials                                                                  ______________________________________                                    

Tables 1A-1C illustrate monthly report messages which may be generatedfor copiers, printers, and facsimile machines. These monthly reportssimply show the parameters, usage, and other information of the machinesand of course may be different and include more or less information, asdesired.

                  TABLE 2                                                         ______________________________________                                        Communication Commands                                                                                       T: Target,                                     Operator           Operands    V: Value                                       ______________________________________                                        Set                T V                                                        Get                T                                                          Report             T V                                                        Set.sub.-- List    T.sub.1 V.sub.1, T.sub.2 V.sub.2, . . . , T.sub.n                             V.sub.n                                                    Get.sub.-- List    T.sub.1 T.sub.2, . . . , T.sub.n                           Report List        T.sub.1 V.sub.1, T.sub.2 V.sub.2, . . . , T.sub.n                             V.sub.n                                                    Copy.sub.-- Memory.sub.-- To.sub.-- Memory                                                       Source Destination Num.sub.-- Byte                         Copy.sub.-- Memory.sub.-- To.sub.-- Disk                                                         Source Name Num.sub.-- Byte                                Copy.sub.-- Disk.sub.-- To.sub.-- Memory                                                         Name Destination                                           Command.sub.-- Not.sub.-- Understood                                                             Operator and Operands                                      ______________________________________                                    

Table 2 illustrates various communication commands which may be used toimplement the communication operations described herein. The left-sideof the table contains the operators and the right-side of the tablecontains the operands. In the table, T indicates a target which is aspecific address, parameter, sensor, or stored data, and V is a value.The commands illustrated in Table 2 are the set command which allows aspecific address, parameter, or stored data to be set to the valuecontained in V. Similarly, the get command allows specific targetinformation to be obtained. The report operator is included in a reportfrom the monitored machine of information requested by the get operator.The set₋₋ list, get₋₋ list and report₋₋ list allow more than one targetand value to be obtained, set or generated using a single operator. Theillustrated copy commands allow information to be copied from one memoryaddress to another memory address, from a memory address to a disk, andfrom a disk to a memory location. The command₋₋ not understood operatorindicates that a specific operator and/or operand(s) was not understood.

                  TABLE 3A                                                        ______________________________________                                        Commands to Copier                                                            ______________________________________                                        get             id;                                                           set             sorter yes;                                                   set             adf yes;                                                      get             configuration;                                                get             A100;                                                         set             A100 FFAA;                                                    get             copy.sub.-- count;                                            get             jam-count;                                                    get             last.sub.-- toner-change;                                     set             boot A100;                                                    ______________________________________                                    

                  TABLE 3B                                                        ______________________________________                                        Response from Copier                                                          ______________________________________                                        report       id AX301B3330;                                                   report       configuration LIST (sorter yes, adf                                           yes, large.sub.-- capacity.sub.-- tray no, . . . );              report       A100 AABB;                                                       report       A100 FFAA;                                                       report       copy-count 9895;                                                 report       jam-count 0;                                                     report       last.sub.-- toner.sub.-- change 12Apr95;                         ______________________________________                                    

Table 3A illustrates commands which may be sent to a copiers from aremote monitoring and diagnostic device and Table 3B illustrates theresponse from the copier after receiving the commands of Table 3A. Afterthe get id command in Table 3A, the response from the copier is a reportof the id which is AX301B3330. The second line of Table 3B illustratesthe use of "LIST". In this case, the configuration includes more thanone target parameter and therefore, the group of target parameters andtheir value are preceded by the "LIST" operator. The information inTables 3A and 3B has been created for illustrative purposes. By settingthe sorter and automatic document feeder (adf) in the second and thirdcommands to the copier to be activated, no response from the copier isgenerated. In response to the get configuration command, there is areport generated from the copier in the second response from the copier.Also illustrated in Tables 3A and 3B are the getting and setting of aspecific memory location A100. The last command in Table 3A is thesetting of boot to A100. This means that upon rebooting orreinitialization of the copier, the memory location A100 is to be read.

In addition to the machines accessing the Internet through a LAN, themachine can alternatively access the Internet through a telephone lineor ISDN via an Internet access provider or a dial-up service such asAmerica On Line. In this manner, a machine that is not connected to anetwork can still use a connectionless mode of connection. In this case,the machine will have to periodically dial the Internet provider inorder to receive incoming Internet e-mail messages.

This invention may be conventionally implemented using a conventionalgeneral purpose digital computer programmed according to the teachingsof the present invention, as will be apparent to those skilled in thecomputer art. Appropriate software coding can readily be prepared byskilled programmers based on the teachings of the present disclosure, aswill be apparent to those skilled in the software art. The invention mayalso be implemented by the preparation of application specificintegrated circuits or by interconnecting an appropriate network ofconventional component circuit, as will be readily apparent to thoseskilled in the art.

The present invention also includes a computer program product which isa storage medium including instructions which can be used to program acomputer to perform a process of the invention. The storage medium caninclude, but is not limited to, any type of disk including floppy disks,optical disks, CD-ROMs, and magneto-optical disks, ROMs, RAMs, EPROMs,EEPROMs, magnetic or optical cards, or any type of media suitable forstoring electronic instructions.

The above described system may used with conventional machines includingconventional business office machines using add-on equipment constructedin accordance with the present teachings and installed in or outside ofthe machine.

Obviously, numerous modifications and variations of the presentinvention are possible in light of the above teachings. It is thereforeto be understood that within the scope of the appended claims, theinvention may be practiced otherwise than as specifically describedherein.

What is claimed as new and desired to be secured by Letters Patent ofthe United States is:
 1. A method for communicating between a monitoreddevice and a monitoring device, comprising the steps of:determininginformation to be transmitted between the monitored device and themonitoring device; determining whether a mode of communication to beused between the monitored and the monitoring device is aconnection-mode or a connectionless-mode of communication by analyzing acontent of the information to be transmitted; transmitting theinformation by the connection-mode of communication between themonitored device and the monitoring device, when the step of determiningthe mode of communication has determined that the connection-mode ofcommunication is to be used; and transmitting the information by theconnectionless-mode of communication between the monitored device andthe monitoring device, when the step of determining the mode ofcommunication has determined that the connectionless-mode ofcommunication is to be used, wherein: the step of determining the modeof communication to be used comprises determining whether the mode ofcommunication to be used is the connection-mode or theconnectionless-mode of communication by analyzing the content of theinformation to be transmitted which is based on an event which occurredin the monitored device and was monitored by sensors within themonitored device, the sensors in the monitored device sense eventshaving a first priority and events having a second priority which islower than the first priority, the step of determining the mode ofcommunication to be used comprises determining the connection-mode ofcommunication is to be used when the first priority event is sensed anddetermining the connectionless-mode of communication is to be used whenthe second priority event is sensed, the sensing of the first priorityevent comprises sensing a problem in the monitored device, and thesensing of the second priority event comprises sensing usual conditionsin the monitored device which are transmitted in a regularly generatedreport.
 2. A method according to claim 1, wherein the step oftransmitting the information by the connectionless-mode of communicationcomprises:transmitting the information as an Internet electronic mailmessage over the Internet.
 3. A method according to claim 2, wherein thestep of transmitting the information comprises:transmitting theinformation as the Internet electronic mail message which includes aunique identifier of the monitoring device.
 4. A method according toclaim 1, wherein the step of transmitting the information by theconnection-mode of communication comprises:transmitting the informationusing one of a telephone line and an ISDN line.
 5. A method according toclaim 4, wherein the step of transmitting the information by theconnection-mode of communication comprises:transmitting the informationusing the telephone line.
 6. A method according to claim 1, wherein thestep of transmitting a message from the monitored devicecomprises:transmitting a message from a business office device.
 7. Amethod according to claim 6, wherein the step of transmitting a messagefrom a business office device comprises:transmitting a message from oneof a copier, a facsimile machine, and a printer.
 8. A method accordingto claim 1, further comprising, performed before the determining ortransmitting steps, the step of:registering address information of themonitoring device so that connection-mode and connectionless-modecommunications can be sent to the monitoring device by the monitoreddevice.
 9. A method according to claim 1, further comprising the stepof:encrypting the information to be transmitted when the step ofdetermining the mode of communication has determined that aconnectionless-mode of communication is to be used.
 10. A methodaccording to claim 1, further comprising the step of:receiving theconnectionless-mode communication by the monitoring device through afirewall.
 11. A method according to claim 1, further comprising thesteps of:storing the transmitted information in a data base; and sharinginformation in the data base between more than one department in acompany.
 12. A method according to claim 11, wherein:the step of storingthe transmitted information in the data base comprises storing thetransmitted information which is information describing conditions and ahistory of the monitored device which is a business office device; andthe step of sharing the information in the data base comprises sharingthe information describing the conditions and history of the businessoffice device.
 13. A method according to claim 1, wherein:the step oftransmitting the information by the connectionless-mode of communicationincludes transmitting the information in a message including anidentifier unique to the monitoring device.
 14. A method according toclaim 1, wherein:the step of transmitting the information by theconnectionless-mode of communication includes transmitting theinformation in a message including an identifier unique to themonitoring device.
 15. A method according to claim 14, wherein:the stepof transmitting the information by the connectionless-mode ofcommunication includes transmitting the information in a messageincluding the identifier unique to the monitoring device which is anaddress of the monitoring device.
 16. A method according to claim 1,wherein:the monitoring and monitored devices are each general purposecomputers.
 17. A method according to claim 1, further comprising thestep of:transmitting the information using a communication mode whichhas not been determined when the communication mode which has beendetermined by the step of determining the communication mode is notproperly functioning.
 18. A method according to claim 17, wherein thestep of transmitting the information using the communication mode whichhas not been determined comprises:transmitting the information using theconnection-mode of communication when the connectionless-mode ofcommunication which is an Internet electronic mail message was notsuccessfully received.
 19. A computer program product having a computerreadable medium having computer program logic recorded thereon forimplementing communication between two devices, comprising:means fordetermining information to be transmitted by a first device; means fordetermining whether a mode of communication to be used between the firstdevice and a second device is a connection-mode or a connectionless-modeof communication by analyzing a content of the information to betransmitted; means for transmitting the information by theconnection-mode of communication from the first device to the seconddevice, when the means for determining the mode of communication hasdetermined that the connection-mode of communication is to be used; andmeans for transmitting the information by the connectionless-mode ofcommunication from the first device to the second device, when the meansfor determining the mode of communication has determined that theconnectionless-mode of communication is to be used, wherein: the meansfor determining the mode of communication to be used comprises means fordetermining whether the mode of communication to be used is theconnection-mode or the connectionless-mode of communication by analyzingthe content of the information to be transmitted which is based on anevent which occurred in the first device and was monitored by sensorswithin the first device, the sensors in the first device sense eventshaving a first priority and events having a second priority which islower than the first priority, the means for determining the mode ofcommunication to be used comprises means for determining theconnection-mode of communication is to be used when the first priorityevent is sensed and means for determining the connectionless-mode ofcommunication is to be used when the second priority event is sensed,the sensing of the first priority event comprises sensing a problem inthe monitored device, and the sensing of the second priority eventcomprises sensing usual conditions in the monitored device which aretransmitted in a regularly generated report.
 20. A computer programproduct according to claim 19, wherein the means for transmitting theinformation by a connectionless-mode of communication comprises:meansfor transmitting the information as an Internet electronic mail messageover the Internet.
 21. A computer program product according to claim 19,wherein the means for transmitting the information by aconnectionless-mode of communication comprises:means for transmittingthe information in a message including a unique identifier of the seconddevice.
 22. A system for communicating between a monitored device and amonitoring device, comprising:sensors within the monitored device whichsense conditions of the monitored device; means for determining whethera mode of communication to be used between the monitored and themonitoring device is a connection-mode or a connectionless-mode ofcommunication by analyzing a content of information to be transmitted; aconnection-mode transmitter which transmits the information by theconnection-mode of communication between the monitored device and themonitoring device, when the means for determining the mode ofcommunication has determined that the connection-mode of communicationis to be used; and a connectionless-mode transmitter which transmits theinformation by the connectionless-mode of communication between themonitored device and the monitoring device, when the means fordetermining the mode of communication has determined that theconnectionless-mode of communication is to be used, wherein: the meansfor determining the mode of communication to be used comprises means fordetermining whether the mode of communication to be used is theconnection-mode or the connectionless-mode of communication by analyzingthe content of the information to be transmitted which is based on anevent which occurred in the monitored device and was monitored by thesensors within the monitored device, the sensors in the monitored devicesense events having a first priority and events having a second prioritywhich is lower than the first priority, the means for determining themode of communication to be used comprises means for determining theconnection-mode of communication is to be used when the first priorityevent is sensed and means for determining the connectionless-mode ofcommunication is to be used when the second priority event is sensed,the means for determining the mode of communication to be used comprisesmeans for sensing a problem in the monitored device, and the means fordetermining the mode of communication to be used comprises means forsensing usual conditions in the monitored device which are transmittedin a regularly generated report, the usual conditions being the secondpriority event.
 23. A system according to claim 22, wherein theconnectionless-mode transmitter comprises:a transmitter which transmitsthe information as an Internet electronic mail message over theInternet.
 24. A system according to claim 23, wherein theconnectionless-mode transmitter comprises:a transmitter which transmitsthe information as the Internet electronic mail message which includes aunique identifier of the monitoring device.
 25. A system according toclaim 22, wherein the connection-mode transmitter comprises:atransmitter which transmits the information using one of a telephoneline and an ISDN line.
 26. A system according to claim 25, wherein theconnection-mode transmitter comprises:a transmitter which transmits theinformation using the telephone line.
 27. A system according to claim22, wherein the monitored device is a business office device.
 28. Asystem according to claim 27, wherein the business office device is oneof a copier, a facsimile machine, and a printer.
 29. A system accordingto claim 22, further comprising:means for registering addressinformation of the monitoring device so that connection-mode andconnectionless-mode communications can be sent to the monitoring deviceby the monitored device.
 30. A system according to claim 22, furthercomprising:means for encrypting the information to be transmitted whenthe means for determining the mode of communication has determined thata connectionless-mode of communication is to be used.
 31. A systemaccording to claim 22, further comprising:a firewall, connected tomonitoring device, through which connection-mode communications from themonitored device pass.
 32. A system according to claim 22, furthercomprising:a data base which stores the transmitted information; andmeans for sharing information in the data base between more than onedepartment in a company.
 33. A system according to claim 32, wherein:thedata base comprises the transmitted information which is informationdescribing conditions and a history of the monitored device which is abusiness office device; and the means for sharing the information in thedata base comprises means for sharing the information describing theconditions and history of the business office device.
 34. A systemaccording to claim 22, wherein:the connectionless-mode transmittertransmits the information in a message including an identifier unique tothe monitoring device.
 35. A system according to claim 22, wherein:theconnectionless-mode transmitter transmits the information in a messageincluding an identifier unique to the monitoring device.
 36. A systemaccording to claim 35, wherein:the connectionless-mode transmittertransmits the information in the message including the identifier uniqueto the monitoring device which is an address of the monitoring device.37. A system according to claim 22, wherein:the monitoring and monitoreddevices are each general purpose computers.
 38. A system according toclaim 22, further comprising:means for transmitting the informationusing a communication mode which has not been determined, when thecommunication mode which has been determined by the means fordetermining the communication mode is not properly functioning.
 39. Asystem according to claim 38, wherein the means for transmitting theinformation using the communication mode which has not been determinedcomprises:means for transmitting the information using theconnection-mode of communication when the connectionless-mode ofcommunication which is an Internet electronic mail message was notsuccessfully received.